Volunteer Experience Supervisor

Houston Food Bank•Houston, TX

8d•Onsite

About The Position

The Volunteer Experience Supervisor contributes to Houston Food Bank’s Volunteer Services Department by leading Volunteer Hosts who create engaging, safe experiences for diverse volunteer groups, including groups of up to 1,000 people. The role works with volunteers and departments across HFB and adheres to the organization’s PACT values: Purpose, Accountability, Courage, and Transparency. Reliable, punctual, on-site attendance is required. The schedule is Thursday, Friday, Saturday, and Monday from 6:45 a.m. to 4:00 p.m., and Sunday from 6:45 a.m. to 1:00 p.m. The supervisor spends most of the time in project areas, overseeing staff and volunteer activities, safety, project readiness, documentation, and quality checks. The role supports scheduling, training, performance management, and communication with the Volunteer Experience Manager and other Volunteer Services colleagues. It also supervises two or more direct reports and provides support to dedicated volunteers. The position is generally performed in an enclosed office environment, with occasional exposure to warehouse noise, wet or humid conditions, food-related odors, and outdoor weather. Minimal domestic travel, up to 10%, may be required. The role supports Houston Food Bank facility operating hours and may require flexibility for disasters and community or company events.

Requirements

High school diploma from an accredited school or GED certificate.
At least 2 years of experience in an administrative support role.
At least 2 years of supervisory experience.
At least 2 years of customer service experience.
Reliable transportation, a valid driver’s license, and insurance.
Ability and willingness to be trained to operate an electric pallet jack and a forklift.
Proficiency with Microsoft Office Suite.
Ability to work with a diverse population, including the public.
Exceptional public speaking and presentation skills.
Ability to develop and lead direct reports and document coaching sessions and corrective actions in clear, professional writing.
Ability to establish objectives and program goals that support strategic plans.
Ability to work independently with sound judgment and critical analysis, with minimal to no supervision.
Ability to manage time efficiently and adapt quickly to changing task assignments.
Strong accountability, follow-through, attention to detail, planning, problem-resolution, delegation, and organizational skills.
Ability to manage multiple tasks and demands from diverse people and groups, communicate clearly, and deliver instructions and objectives.
Ability to work in a fast-paced environment and maintain professional composure, using de-escalation techniques when needed.
Ability to collect and analyze complex data and apply basic arithmetic.
Ability to work professionally and courteously with colleagues across the organization and maintain confidentiality when handling employee- and volunteer-related issues.
Ability to carry out detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to meet the physical demands of the role, including frequently lifting 50 pounds, remaining standing or stationary for a significant part of the workday, moving around the office and facility, using hands to grip, type, and write, and hearing warehouse horns, warnings, and alerts.
Legal authorization to work in the United States.

Nice To Haves

Associate’s degree from an accredited college or university.
Volunteer management or volunteer experience.
Event coordination experience.
Project management experience.
Bilingual English/Spanish.

Responsibilities

Actively supervise Volunteer Hosts, spending approximately 75% of the time in project areas and conducting walkthroughs to ensure volunteer experiences are safe and engaging.
Lead team huddles before and after shifts, sharing updates about volunteer groups, product, inventory, assignments, and project expectations.
Oversee projects, lead volunteers, maintain clean and organized project areas, and fill in for Volunteer Hosts as needed.
Ensure Volunteer Hosts complete required project documentation on tablets and communicate relevant product, inventory, and warehouse updates.
Gather and share volunteer survey data weekly to inform project-area adjustments and improvements.
Work with the Volunteer Experience Coordinator to plan next-day schedules and schedule staff and dedicated volunteers in advance when possible.
Schedule time for Volunteer Hosts to complete training and professional development, including online modules, management meetings, and off-site projects as needed.
Manage large and last-minute volunteer shifts, coordinate project staging and resource readiness, and use departmental resources to support smooth project operations.
Complete daily and ongoing Supervisor Quality Check documentation during project-area walkthroughs.
Review and approve Volunteer Hosts’ project forms and ensure production metrics and information are reported accurately in internal systems and tracking spreadsheets.
Communicate and check in with the Volunteer Experience Manager regarding schedules, performance issues, corrective actions, timecards, PTO requests, one-on-ones, evaluations, and project matters.
Provide supervision support to dedicated volunteers on the experience team.
Ensure Volunteer Hosts conduct volunteer engagement activities and assist with or lead activities when needed.
Promote project-area safety through appropriate equipment assignment, use, and maintenance; monitor supplies and equipment and report safety or malfunction concerns to Facilities.
Maintain current knowledge of AIB reporting protocols and collaborate with Facilities management.
Attend and contribute to scheduled meetings as required by the Volunteer Experience Manager or Director of Volunteer Services.
Coordinate with Volunteer Services coordinators and managers on special project requests and volunteer group registration.
Manage two or more direct reports by setting expectations, providing guidance and oversight, conducting performance management, and handling related administrative duties.
Interview, plan, assign, and direct work; resolve problems; and support project teams sponsored by other management team members.
Carry out responsibilities in accordance with Houston Food Bank policies.